Won't provide Graduation letter

Since December we've requested Graduation letters from Rosebank college, we were informed they would be distributed on 10 february this year. which has not materialised. I have logged 7 tickets on this issue and the tickets get closed as resolved since the staff doesn't want to trigger any internal escalations, there's no way to escalate on the ticketing systems. I was told that my letter was provided on the student portal, when I opened a new ticket I was told it was escalated to IT. Now for any subsequent tickets I open, I'm told that the issue is resolved and the ticket is closed within a day without any action being taken or any update.